Independent · not part of South Liverpool Homes
South Liverpool Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to South Liverpool Homes: the repairs phone number and emergency line, reporting a repair online, and how long South Liverpool Homes has to fix it. South Liverpool Homes’s own target for routine repairs is 28 days.
Other names: Avela Home Service
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: southliverpoolhomes.co.uk
Has South Liverpool Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet South Liverpool Homes’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, South Liverpool Homes’s emergency line is here.
How to report
Reporting a repair to South Liverpool Homes
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If South Liverpool Homes misses its own target, complain. You may also be able to claim.
- WhatsAppMessage SLH on WhatsApp, 9am to 5pm Monday to Friday
- Damp and mould formOnline form on the damp, mould and condensation page, or phone 0330 303 3000 (option 1)
Emergency repairs
When to call South Liverpool Homes straight away
Phone South Liverpool Homes straight away if anything puts someone in danger or leaves your home unsafe. Choose the option for repairs. Routine repairs 8am to 5pm, Monday to Friday; outside those hours the same number goes to the emergency out-of-hours service. The number is in South Liverpool Homes’s repair contacts.
- 01No power or water in your home
- 02Leak coming through the ceiling, or a water leak you can’t control
- 03Blocked toilet or drain
- 04Locked out, or can’t secure your front or back door
- 05Ceiling bowed or likely to collapse
- 06Smashed double-glazed window
- 07No heating or hot water in the whole home
What counts as an emergency, from southliverpoolhomes.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell South Liverpool Homes.
Timescales
How long South Liverpool Homes has to fix it
South Liverpool Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | South Liverpool Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 2 hoursContractor calls you within 15 minutes, attends within 2 hours and fixes or makes safe within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 days | No fixed legal limit unless it’s a hazard |
| Routine | 28 daysAt a time agreed with you. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Inspect within 10 days, with a written summary within 3 working days and remedial work started within 5 working days of the inspection; straightforward work finished within 28 days and major work within 56 days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from southliverpoolhomes.co.uk and South Liverpool Homes’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past South Liverpool Homes’s own target. You could claim compensation.
Start your claimYour options
If South Liverpool Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with South Liverpool Homes for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to South Liverpool Homes
This can get South Liverpool Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order South Liverpool Homes to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to South Liverpool Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to South Liverpool Homes
Acknowledged within 5 working days, with a full reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full reply from a review panel within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order South Liverpool Homes to put things right.
South Liverpool Homes’s record
How South Liverpool Homes performs on repairs
Nov 2025: After an inspection, the regulator found SLH is delivering the consumer standards, with an effective and timely repairs service and good use of tenant feedback and complaints.
of South Liverpool Homes tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 12 November 2025; South Liverpool Homes tenant satisfaction measures 2024/25.
Contacts
South Liverpool Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
South Liverpool Homes repairs: questions
What is South Liverpool Homes’s repairs number?
0330 303 3000. Choose the option for repairs. Routine repairs 8am to 5pm, Monday to Friday; outside those hours the same number goes to the emergency out-of-hours service.
What is South Liverpool Homes’s emergency or out of hours repairs number?
0330 303 3000 (Repairs line). Choose the option for repairs. Routine repairs 8am to 5pm, Monday to Friday; outside those hours the same number goes to the emergency out-of-hours service.
Can I report a repair to South Liverpool Homes online?
Yes, at myslh.southliverpoolhomes.co.uk. Report a repair through your mySLH online account.
How long does South Liverpool Homes have to fix a repair?
Its own targets run from 2 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for South Liverpool Homes tenants?
Since 27 October 2025, South Liverpool Homes must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. South Liverpool Homes’s own damp and mould commitment: Inspect within 10 days, with a written summary within 3 working days and remedial work started within 5 working days of the inspection; straightforward work finished within 28 days and major work within 56 days.
How do I complain about a repair to South Liverpool Homes?
Complain to South Liverpool Homes first, online, by email (customer.feedback@southliverpoolhomes.co.uk) or by phone on 0330 303 3000. Acknowledged within 5 working days, with a full reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from South Liverpool Homes?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with South Liverpool Homes for you. It’s free to check.
Start your claimIs Report Repair part of South Liverpool Homes?
No. Report Repair is independent and not part of South Liverpool Homes or any council or housing association. We show South Liverpool Homes’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What South Liverpool Homes has to fix, by problem
Not South Liverpool Homes?
Other landlords in the North of England
- Home Group repairsHousing association
- Riverside repairsHousing association
- South Tyneside Council repairsCouncil
- South Yorkshire Housing Association repairsHousing association
- Southway Housing repairsHousing association
- Stockport Council repairsCouncil
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to South Liverpool Homes and still waiting?
About 2 minutes. No documents. Free to check.